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Original poster

Lost phone and Tesco's lack of common sense

88 replies

seenna · 03/02/2019 21:05

Just wasted 1 hour trying to retrieve a phone I stupidly left in the basket. As soon as I came home I realised I must have left my phone in the Tesco Express 5 minutes down the road. So I raced down there and was made to pretty much beg for an hour whilst a lady behind the till seemingly enjoyed seeing me squirm. The thing that annoys me is that my DRIVING LICENCE, debit card and railcard were inside the case. But was told it was policy to cut these up (which really mess up my commute tomorrow). I'm not someone who considers myself "above the law" but the lack of common sense and their overall attitude was extremely unhelpful.

I was told the manager had gone home early and they weren't going to call her back. They kept saying very unhelpful things like how it's odd I don't have a letter with proof of address in my car and how strange it is that my mum's card is saved on my phone. I told them I could open it with my thumbprint/tap in code but still it wasn't good enough. I hate to say it but I really think the woman was enjoying yielding some power over me. My dad even rang at one point but wouldn't let me answer it to confirm my identity/get him to come down with my passport. The background photo was of my dog that was in the car! I didn't appreciate her accusatory tone. Towards the end, I did say that I was unhappy to leave my phone (due to apple pay) and the woman was very offended!

WIBU to expect them to hand my phone over given the numerous ways I could prove it was mine?

OP posts:
newplacenofriends · 03/02/2019 21:25

I know someone who works at Tesco, they have just said in their Tesco (also an express) they deffinetly do not cut up cards. They put it in the safe. To prove it is you they will ask you a question (e.g. whats your name if there is ID, or unlock the phone if it is a phone).

Original poster
seenna · 03/02/2019 21:25

I'm sure I've left my debit card in the very same Tesco without having to go through this. I can only assume she was bored.

OP posts:
BadlyAgedMemes · 03/02/2019 21:28

They definitely don't cut up cards right away willy nilly in all Tesco stores! We had to go look for DM's, and it had been in the Tesco for two days by the time DM missed it. No talk about anyone cutting it up. All they wanted was for her to show an ID when picking it up. Only took about five minutes, too!

BadlyAgedMemes · 03/02/2019 21:29

^ and that was this week, so thank you random Tesco people!

Sorry you had such a weird person, OP!

Original poster
seenna · 03/02/2019 21:29

I was told it was policy as this prevents them being accused of using it.

OP posts:
user1471461798 · 03/02/2019 21:30

I once left my phone in Morrisons on xmas eve, couldn’t get it until 3 days later, they wouldn’t let me have it as the Manager wasnt in, I asked if they could just show it to me, just to check it was mine. Bright orange phone in a bright blue case. They showed it to me, I then said if they turned it on , I could prove it was mine. They did, background picture was me and my husband and daughter, still wouldn’t let me have it, my daughter was stood next to me!!!!!!

Original poster
seenna · 03/02/2019 21:31

It's a shame cause I've always thought the lady serving me was lovely (even commented on it to my mum)

OP posts:
Original poster
seenna · 03/02/2019 21:32

I was told it was policy as this prevents them being accused of using the cards**

OP posts:
OrcinusOrca · 03/02/2019 21:35

That's bonkers. I worked in Tesco express at uni and moved store a few times. We never cut anyone's cards up! We used to put them in a secret place and if a customer could describe the item/show valid ID we would return purses/wallets/phones etc

Jaxhog · 03/02/2019 21:35

I would have called the police. Either they are unreasonably withholding your property, or it would then go safely into police custody or at least the police would know where it was.

Then go back tomorrow (if necessary) with requisite documents.

Talkingfrog · 03/02/2019 21:38

I can understand them not wanting to be accused of using cards, but they have cctv jn the store. If the phone hadn't left the till area, it would have been under cctv the whole time. Still can't understand and why tgey would cut up a railcard if driving licence as you can't pay online with them. Why does a manager need to be there to return list property. Surely there is someone in charge of the store. That person should be able to deal with it. If not the security guard should.

Original poster
seenna · 03/02/2019 21:38

Oh maybe there's some confusion, my cards were not cut up but were about to be (my phone had only been handed in 2 minutes before I came in/12 minutes after I had left the shop).

OP posts:
ALemonyPea · 03/02/2019 21:40

How ridiculous.

Email head office/customer services and complain about their so called policy.

PixiKitKat · 03/02/2019 21:40

When I worked retail we never cut stuff up. If someone left a phone we asked them to describe it or unlock it with their fingerprint!

Original poster
seenna · 03/02/2019 21:42

I am hesitant to kick up a fuss given how often we go there. But it's really not on if she's lied about this "policy". Not sure why our store would be an anomaly, it's a relatively nice area so possibly no need for such tight controls.

OP posts:
goingtotown · 03/02/2019 21:43

Daily Mail this is a good one for you.

Original poster
seenna · 03/02/2019 21:44

goingtotown will not be doing the smacked arse face!

OP posts:
MsAdorabelleDearheartVonLipwig · 03/02/2019 21:47

I left my card in a supermarket once. I called them and asked if I could collect it the next day. They put it in the safe for me and I picked it up the next day after vaguely describing it to the lady on the desk. Sounds you had a proper idiot jobsworth.

Chimmychunga · 03/02/2019 21:47

I would absolutely write to head office about your poor treatment and the way the situation was handled.

Looks like their policy needs a good look at and the only way that will happen is to get the big wigs at Tesco to order it.

junebirthdaygirl · 03/02/2019 21:48

Lidl cut up the cards at the end of the day.

Sparklesocks · 03/02/2019 21:48

How ridiculous - even if the pic on your ID wasn’t enough surely asking for a few details - DOB/address/full name etc which would all be on your license and you being able to answer would be more than proof!
I would complain too, that’s a jumper up dickhead right there.

Sparklesocks · 03/02/2019 21:48

*jumped

SlimGin · 03/02/2019 21:49

How was the manager?was he/she not incredibly annoyed and embarrassed to be called back over this? I would never dare bother my manager over something as arbitrary as this, she would be livid.
Perhaps they have a training style where all policies must be followed through with no flexibility (or common sense!). Still don't understand the cutting up of cards though.

Sexnotgender · 03/02/2019 21:50

What better proof could there be than (a) your photo on the driving licence and (b) your fingerprint?
Bizarre that neither of these were sufficient to identify you as the owner of the phone and contents.

littlemisscomper · 03/02/2019 21:51

No way! That is insane. I am sorry OP. I recently dropped my bank card in a supermarket (Sainsburys) and they just handed it right over at customer services. Again I left my purse in a bank and they just passed it straight back when I said it was a blue one, they didn't even fuss over my ID.